IESE (España)
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Gestione las experiencias, no las esperas
Bitran, Gabriel R.; Ferrer, Juan Carlos; Rocha e Oliveira, PauloArticle ART-1451Marketing, Service and Operations ManagementA los directivos les preocupa que sus clientes vean la espera como un engorro. Pero tal vez reducir el tiempo de espera no sea lo más conveniente, ya que los clientes no le dan tanta importancia. A partir de un estudio que aplica la psicología del comportamiento y los principios tradicionales del marketing a las operaciones, los autores proponen un nuevo modelo para ayudar a los negocios a gestionar la espera. Ofrecen seis ideas prácticas que mej...Starting at €8.20
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Pernod Ricard: el reto del crecimiento
Stein, Guido; Ortiz, Alberto; De La Vega, MelanieCase DPO-365Innovation and Change, Leadership and People Management, StrategyEl caso describe la llegada de un nuevo Presidente-Director General a la filial de Pernod-Ricard (PR) en España y Portugal, Eric Laborde, y los retos que ha de afrontar en 2013. Se aporta información histórica del Grupo, y se concreta en relación a España. Se profundiza en aspectos estratégicos, comerciales, financieros, de producción, de marketing, de recursos humanos, y también culturales, de valores, estilos de dirección de los miembros del CO...Starting at €8.20
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Andrés Cardó en el Grupo Prisa - Nota del instructor
Stein, Guido; Ortiz, AlbertoTeaching Note DPOT-86Innovation and Change, Leadership and People Management, StrategyAndrés Cardó, consejero delegado de PRISA Radio, es licenciado en Economía y diplomado en Humanidades por la Universidad Pontificia Católica de Perú. Estudió Finanzas en el Programa de Alta Dirección de la Escuela Superior de Administración de Negocios (ESAN) de Lima. Lleva 25 años en PRISA, toda su carrera desde que empezó el Executive MBA del IESE en 1988 en Madrid. Antes había trabajado en Petróleos del Perú y en un grupo textil catalán de la ...Starting at €0.00
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Eurostar and the Channel Tunnel Incident (A)
Rocha e Oliveira, Paulo; Lago, Alejandro; Valadas, JorgeCase M-1251-EMarketing, Service and Operations ManagementThis case describes the ordeal experienced by passengers who were trapped under in English channel on December 2009 and poses questions related to how managers should react to the situation. The main issues that come out in the case relate to how the firm should react to this service failure.Starting at €8.20
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Pernod Ricard: The Challenge of Growth
Stein, Guido; Ortiz, Alberto; De La Vega, MelanieCase DPO-365-EInnovation and Change, Leadership and People Management, StrategyThis case describes the arrival of a new chairman/CEO to the Pernod Ricard subsidiary in Spain and Portugal, Eric Laborde, and the challenges he had to face in 2013. Historical information about the group is provided, most specifically in relation to Spain. The case further examines strategic, commercial, financial, productive, marketing and human resources elements as well as cultural and value aspects and management styles of the current and pa...Starting at €8.20
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Amanco Brasil (A): Branding Strategy
Rocha e Oliveira, Paulo; Sauerbronn Jacinto, Rodrigo; Cerquinho, FábioCase M-1282-EMarketingAmanco was Latin America's leading manufacturer and marketer of pipes and fittings solutions for water management systems, with worldwide net sales of US$ 688 million. The company had been in Brazil for 10 years but was losing money. CEO Roberto Salas and Marketing Director Marise Barroso were preparing a proposal for the Brazilian operations at the request of Grupo Nueva, the Swiss holding company that owned Amanco. One of the key decisions to b...Starting at €8.20
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Magazine Luiza: Expanding Horizons: The role of ecommerce in the post-IPO growth strategy
Rocha e Oliveira, Paulo; Bullara, Cesar; Sauerbronn Jacinto, RodrigoCase M-1275-ELeadership and People Management, Marketing, Service and Operations ManagementIn May 2011, Brazilian retailer Magazine Luiza successfully raised R$926 million (¿400 million) from its initial public offering (IPO) on the São Paulo stock exchange. The firm was immediately confronted with the challenge of accelerating growth beyond its already remarkable growth rate. The case is centered on the role e-commerce should play in the company's future. On the one hand, the market potential seems to be very interesting and the compa...Starting at €8.20
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Linkality's Call Center
Bitran, Gabriel R.; Mitchell, Jordan; Rocha e Oliveira, PauloCase M-1221-EMarketing, Service and Operations ManagementLinkality is the 8th largest Internet service provider (ISP) in the United States, with a subscriber base of approximately 3 million users. The case is focused on the management of Linkalitys call center, where approximately 85% of all contact with existing customers takes place. Hal Paden, VP of Operations, is looking for ways to reduce operating costs while at the same time improving service quality levels. Shelly Townsend, the call center ma...Starting at €8.20
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Gas Natural: Improving the Profitability of Servigas (Portuguese Version, Portugal)
Guitart, Iván; Rocha e Oliveira, PauloCase M-1234-PPMarketing, Service and Operations ManagementMarta Muriel has recently been promoted to director of residential natural gas service with the mandate of boosting profits for the company's home maintenance services, Servigen. She and her team have designed four measures, among others, that involve a trade-off between cost reduction and improvements in service quality. Now she has to decide which ones to actually implement based on their impact on the company's bottom line.Starting at €8.20
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Eurostar and the Channel Tunnel Incident (A) (Portuguese Version, Brazil)
Rocha e Oliveira, Paulo; Lago, Alejandro; Valadas, JorgeCase M-1251-PBMarketing, Service and Operations ManagementThis case describes the ordeal experienced by passengers who were trapped under in English channel on December 2009 and poses questions related to how managers should react to the situation. The main issues that come out in the case relate to how the firm should react to this service failure.Starting at €8.20